
I am a criminal justice graduate with a concentration in Forensic Science that is interested in the area of scientific investigation and laboratory based forensic analysis. I currently work at the CDC's Help Desk where I support national public health information services and assist individuals with complex inquiries. I have been recognized by my employers for my strong analytical thinking abilities, attention to detail and communication skills. My goal is to continue building a career in forensic science and ultimately contribute to an area of either investigative or laboratory work within the field of forensic science.
• Handled more complex customer service inquiries and public health-related issues.
• Utilized computerized systems for tracking, data entry, and troubleshooting.
• Managed situations require thorough investigation or detailed responses based on the
nature of the customer’s concerns.
• Performed advanced database searches and provided information using available CDC
resources.
• Responded to inquiries via chat, email, or phone using pre-approved scripts and
templates.
• Assisted with Tier 3 technical support and information verification.
• Communicated recurring issues or trends to management.
• Maintained up-to-date knowledge of system changes, public health protocols, and
response procedures.
• Serve as a trusted resource for the public by providing accurate, comprehensive information on CDC guidelines, including healthcare protocols, vaccination requirements, and public health policies.
• Supported the national COVID-19 vaccination hotline, offering tailored assistance to individuals navigating vaccine appointments and protocols.
• Utilize CRM platforms to manage high volumes of inquiries while maintaining meticulous records to ensure data accuracy and compliance.
• Consistently demonstrate problem-solving skills and adaptability in responding to complex and sensitive topics.
• Played a critical role in supporting a nationwide vaccination effort, assisting individuals with scheduling appointments, resolving issues, and providing guidance on vaccine availability.
• Delivered compassionate and effective communication in both English and Spanish during a time of heightened public health awareness.